Commuters' growing fears

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Disquiet over Railtrack's failure to respond effectively to public complaints over safety is exposed today as Evening Standard readers reveal their concerns about the state of the track and commuter services.

Within minutes of the launch of our Rail Hotline, evidence emerged of widespread safety fears. Many complained their attempts to alert rail chiefs had little or no response.

In one disturbing case, IT consultant Martin Williams told how he complained to Railtrack last October about the state of the track near Maidenhead station in Berkshire, and has seen no action since. He was concerned some retaining springs on track sleepers were missing.

He phoned and emailed Railtrack, and was told details had been passed to train operator First Great Western. But Mr Williams, 38, of Marlow, said: "The springs still appeared to be missing on Monday. Nothing seems to have been done to correct this situation since I reported it and no feedback has been forthcoming. This is despite the running of daily commuter and heavy goods trains along this track, which may have the likelihood of causing other retaining springs to vibrate loose."

Sarah McEleavey, 26, who commutes between her Hatfield home and work in Finsbury Park, voiced concern about track safety between Welham Green and her home town.

The PA wrote to train operator WAGN and Railtrack but said she had no response: "Every time we go over a certain point, there's a terrible sound, like the wheels are coming off or clanking against the rails, and it lasts for up to 15 seconds.

"Everyone stops conversation as it's so deafening. The carriages will also rock quite unsteadily and it can feel like the train is going to derail."

Ms McEleavey accepts she may be worrying unnecessarily but said she would welcome reassurance from WAGN and Railtrack - a point stressed by many readers. "I've got no faith in these companies," she said. "It's a terrifying thought to have to get onto a train each day and not know what's going to happen. I don't feel safe on the trains."

PR executive Lindsay Brown told of "violent lurches" between Mortlake and Waterloo. "On my journey home from Waterloo, in the last or second-last carriage, the train gathers speed after Queenstown Road and obviously crosses points midway between Queenstown Road and Clapham Junction," she said.

"At speed, the carriage lurches extremely violently from side to side when crossing this area. I have been on the Railtrack website but the contact details given are totally inadequate."

Sarah Smithies, 24, said she called Railtrack about safety on the line between Cheshunt and Liverpool Street. The PA from Goff 's Oak, near Potters Bar, said: "Every day and night travelling through Brimsdown [in Enfield] there is an awful jolt. It literally throws you from side to side. I left several messages for Railtrack last year but got no response."

Tim Loryman, 58, voiced concern about the track immediately south of Tring station in Hertfordshire. Mr Loryman, a regular train user, said: "The points 50 yards south of Tring station are extremely noisy and create tremendous sideways clunking. It particularly affects the middle of the train and the guard or driver at either end of the train will not necessarily feel how severe the problem is. It has been bad for nearly a month and a half and it is certainly enough to warrant immediate attention. I have warned members of staff several times but none seem interested."

Brian Gates, of Kingskerswell, Devon, complained to Railtrack on Monday after his train lurched violently near Hungerford on its way to Paddington. Mr Gates, 43, who manages a tourist attraction, said: "The train tipped violently to the left. Everyone was terrified. Railtrack took my details. When I asked if someone would look into it and call me back, she said she could not guarantee it. I asked if the train manager would have reported the incident but she didn't seem to know."

The Standard is passing on the complaints to Railtrack. A spokeswoman said each will be investigated: "We ask passengers and members of the public to contact us about issues that concern them and there are procedures in place to follow those up. Railtrack has a vigorous track inspection programme carried out by patrol staff and engineers, including Railtrack own engineers. High-speed lines are inspected on a weekly basis and more detailed tests are carried out every four weekly."